Verifik
Verifik
Verifik
  • Documentation
  • Accounts
    • Authentication
      • Email Authentication
      • Phone Authentication
      • Renew your token (JWT)
      • Create new token & revoke previous tokens
    • Clients
      • Account information
  • Services
    • SmartCheck
      • App Query example
    • SmartAccess
      • Dashboard
    • Access
      • Email Access Example
      • Phone Access Example
      • Biometric Access Example
    • SmartEnroll
    • Enroll
      • Tutorial
    • Smart Scan
  • Biometrics API's
    • Liveness
      • Liveness Detection
    • Compare
      • Compare & Liveness detection
      • Compare 1:1
    • Search
      • Search 1:N | Live
      • Search 1:N
      • Search 1:N | Crop
      • Face Detect
      • Face Verify
  • Scan Docs API's
    • Scan Studio
      • Documents supported
      • 🇨🇴[Example] Tarjeta de propiedad
    • Scan Prompt
      • Documents supported
      • Scan Prompt templates
  • Resources
    • Projects
      • The Project object
      • Create a project
      • Update a project
      • Retrieve a project
      • List all projects
    • Project Flows
      • The ProjectFlow object
      • Create a project flow
        • Login settings
        • Onboarding settings
        • Security settings
      • Update a project flow
      • Retrieve a project flow
      • List all project flows
    • App Logins
      • The AppLogin object
      • Create an app login
      • Retrieve an app login
      • List all app logins
    • App Registrations
      • The AppRegistration object
      • Create an app registration
      • Sync app registration status
      • Retrieve an app registration
      • List all app registrations
    • Credits
      • The Credit object
      • Retrieve a credit record
      • List all credit records
    • Document Validations
      • The DocumentValidation object
      • Enroll - Create Document Validation
      • Retrieve a document validation
      • List all document validations
      • Delete a document validation
    • Email Validations
      • The Email Validation object
      • Create Email Validation
      • Validate an Email Validation
      • Retrieve an Email Validation
      • List of Email Validations
    • Phone Validations
      • The Phone Validation object
      • Create Phone Validation
      • Validate Phone Validation
      • Retrieve a Phone Validation
      • List of Phone Validations
    • Collections
      • The Collection object
      • Create a Collection
      • Retrieve a Collection
      • List all Collection
    • Persons
      • The Person object
      • Create a Person
      • Create a Person [With Liveness detection]
      • Update a Person
      • Delete a Person
      • Retrieve a Person
      • List all Persons
    • Webhooks
      • The Webhook object
      • Create a Webhook
      • Update a Webhook
      • Delete a Webhook
      • Retrieve a Webhook
      • List all Webhooks
      • Webhook integration
    • Biometric Validations
      • The Biometric Validation Object
      • Create Biometric Validation
      • Validate Biometric Validation
      • Retrieve a Biometric Validation
      • List all Biometric Validations
  • Plans & Pricings
    • Database Screening plans
    • Smart Access Plans
      • Free Plans
      • Active Users
      • Sessions
      • Extra Charges
      • Enterprise Plans
    • SmartEnroll Plans
    • Enroll Plans
    • SMS/WhatsApp Pricing
  • Identity validation
    • 🇦🇷Argentina
    • 🇧🇴Bolivia
    • 🇧🇷Brazil
    • 🇨🇦Canada
      • 🇨🇦Ontario Driver license
      • 🇨🇦British Columbia license
    • 🇨🇱Chile
      • 🇨🇱Chilean Citizen Information
      • 🇨🇱Chilean taxpayer information
    • 🇨🇴Colombia
      • Colombian Citizen
      • Colombian Citizen with Extra Data
      • Special Stay Permit (PEP)
      • Temporary Protection Permit (PPT)
      • Colombian Foreigner ID (CE)
      • Colombian Politically Exposed Persons
    • 🇨🇷Costa Rica
    • 🇩🇴Dominican Republic
    • 🇪🇨Ecuador
    • 🇸🇻El Salvador
    • 🇬🇹Guatemala
    • 🇭🇳Honduras
    • 🇲🇽Mexican
    • 🇵🇦Panama
    • 🇵🇾Paraguay
    • 🇵🇪Peru
      • 🇵🇪[v3] Peruvian Citizen
      • 🇵🇪[v3] Full Peruvian Citizen
      • 🇵🇪Peruvian Citizen
      • 🇵🇪Peruvian Foreigner Resident
      • 🇵🇪Peruvian Citizen Information with Extra Data
    • 🇪🇸Spain Citizen
    • 🇺🇸United States
      • 🇺🇸SSN Verification (Social Security Number)
      • 🇺🇸Florida Driver License Validation
      • 🇺🇸Kansas Driver's License Verification
    • 🇻🇪Venezuela
      • 🇻🇪Venezuelan Citizen Information
      • 🇻🇪Venezuelan Foreigner citizens
  • Vehicle Validation
    • 🇦🇷Argentina
    • 🇧🇴Bolivia
    • 🇧🇷Brazil
    • 🇨🇱Chile
      • 🇨🇱Vehicle Information
      • 🇨🇱Driver license
    • 🇨🇴Colombia
      • 🇨🇴Vehicle by Code - Fasecolda
      • 🇨🇴SIMIT Resolutions
      • 🇨🇴Complete vehicle with historical records by VIN - RUNT
      • 🇨🇴Information System for Drivers Transporting Dangerous Goods
      • 🇨🇴Vehicle's SOAT and RTM by Plate and Identification document
      • 🇨🇴General query of SIMIT by license plate
      • 🇨🇴Driver's License
      • 🇨🇴Vehicle by plate and identification card only
      • 🇨🇴Vehicle Values by Plate - Fasecolda
      • 🇨🇴Verifik Pico y Placa for Bogotá
      • 🇨🇴Complete vehicle with historical records by plate and identification document - RUNT
      • 🇨🇴SIMIT Agreements
      • 🇨🇴SIMIT Fines
      • 🇨🇴General query of SIMIT by Identification Document
      • 🇨🇴Sinister Verification - Fasecolda
      • 🇨🇴Vehicle Fines Check in Bogotá, Colombia
      • 🇨🇴Taxes in Bogota
      • 🇨🇴Vehicle accidentality in Bogota
    • 🇨🇷Costa Rica
    • 🇪🇨Ecuador
      • 🇪🇨Ecuador Vehicle Fines
      • 🇪🇨Vehicle Information Lookup
    • 🇲🇽Mexico
    • 🇵🇾Paraguay
    • 🇵🇪Peru
      • 🇵🇪Peruvian Vehicle
      • 🇵🇪Peruvian Vehicle Insurance
    • 🇺🇸United States
      • 🇺🇸Vehicle Information
      • 🇺🇸Vehicle Information by VIN
  • Business Validation
    • 🇦🇷Argentina
    • 🇧🇴Bolivia
    • 🇧🇷Brazil
    • 🇨🇦Canada
    • 🇨🇱Chilean
    • 🇨🇴Colombia
      • 🇨🇴Colombian Business Information - RUES
      • 🇨🇴Complete Business Registry - RUES
      • 🇨🇴Colombian Company DIAN Verification
      • 🇨🇴Verify Legal Invoicer in DIAN for Colombian Companies
    • 🇨🇷Costa Rica
    • 🇲🇽Mexico
    • 🇵🇦Panama
    • 🇵🇾Paraguay
    • 🇵🇪Peru
    • 🇪🇸Spain
    • 🇺🇸United States
  • Background Check
    • 🇧🇷Brazil
    • 🇨🇴Colombia
      • 🇨🇴Public Contracts
      • 🇨🇴Colombian Police Record Check
      • 🇨🇴Verify Police Compliance with Corrective Measures
      • 🇨🇴Comptroller Certificate
      • 🇨🇴Disciplinary Records in Colombia (attorney's office)
    • 🌎International
      • 🌎DEA Background Check
      • 🌎Europol Background Check
      • 🌎FBI Background Check
      • 🌎Interpol Background Check
      • 🌎OFAC Background Check
      • 🌎ONU Background Check
  • Military
    • 🇨🇴Colombia
  • Finance
    • 🇨🇴Delinquent debtors
  • Legal
    • 🇨🇴Lawyer Verification
    • 🇨🇴Colombian Legal Processes
    • 🇨🇴Retrieve Details of a Legal Process by Number
    • 🇨🇴Court Case Records Lookup
    • 🇨🇴Certificate of Validity for Legal Professionals
  • Certificates
    • 🇨🇴Registry Certificate
    • 🇨🇴High Altitude Job Eligibility
    • 🇨🇴SENA Certificates
  • Voting
    • 🇨🇴Retrieve Voting Information for Colombian Citizens
  • Health
    • 🇨🇴Colombian RETHUS Verification Data
    • 🇨🇴Verify Colombian Affiliations
  • Verifik LLC
    • Privacy Policy
    • Políticas de Privacidad
    • Términos y Condiciones
    • Terms and Conditions
    • Acuerdo de Niveles de Servicio
    • Service Level Agreement
    • Verifik for Enterprises HUB (Esp)
    • Verifik for Enterprises HUB (Eng)
    • SmartCheck Terms and Conditions of Use
Powered by GitBook
On this page
  1. Verifik LLC

Service Level Agreement

PreviousAcuerdo de Niveles de ServicioNextVerifik for Enterprises HUB (Esp)

Last updated 4 months ago

Service Level Agreement

I. Service Channels: The User shall have access to the following Verifik service channels

  1. CRM on

  2. Email

  3. Customer service Discord channel

II. Hours of Operation

The User will be able to access the support provided by Verifik, Monday through Friday (business days) from 8:00 AM to 5:00 PM UTC-5

III. Criticality levels

The requests or requirements raised by Users to the support team will be classified according to the impact they have on the User's operation, as follows:

Critical:

Total service unavailability.

Urgent:

Loss of specific functionality for all use cases.

Medium:

Loss of functionality in specific cases.

Normal:

Other requests or general inquiries that do not affect Service Availability.

IV. Support Response times

  1. Definitions: Terms used in this section, shall have the following meanings:

i. Attention: The time elapsed between the request or requirement and
the assignment of a service agent.
ii. Review: The time elapsed between the agent's greeting and the first
response regarding the request or requirement.
iii. Escalation: The time elapsed between the agent's escalation and
the case review by the person to whom it was escalated. This time only
applies in events where it is necessary to escalate the user's
request or requirement.
iv. Resolution: The time elapsed between the agent's greeting and
the moment the case is resolved.

The response time varies according to the criticality of the requirement, as follows:

SEVERITY/

TIME

ATTENTION

REVIEW

ESCALATION

RESOLUTION

Critical

0.5 hr

0.5 hr

15 mins

48 hrs

Urgent

0.5 hr

0.5 hr

15 mins

48 hrs

Medium

1 hr

1 hr

0.5 hr

96 hrs

Normal

1 hrs

1 hrs

0.5 hr

96 hrs

Note: 48 hrs means that we take up to 48 hours to solve the incident depending on its complexity.

Response times will be counted from the last message sent by the user.

V. Platform Availability:

The Platform will be available for at least:

Product/AP

Availability

Notes

SmartCHECK (Data Base Screening)

90.0% > Data API

Data API, depends on connections with Government Sources

smartACCESS

99.0% > Email/Tel

98.0% > Biometrics

smartENROLL

99.0% > Email/Tel 98.0% > Biometrics 98.0% > Doc Scan 90.0% > Data API

Data API, depends on connections with Government Sources

VI. Compensation for Downtime

Compensation in Credit awarded for the affected month will be provided in the form of a credit equal to the cost of the ineffective API call. If the unavailability of the service is caused by Verifik's Internal Problems (database, servers, internal API problems) and is not effectively resolved by the Company, Verifik will compensate as follows:

Uptime

Credit Compensation

Product

Data API (Data Base Screening) 90.00% or greater 89.99% or less

No Credit Compensation

smartCHECK

Email/Tel 99.00% or greater 98.99% or less

No Credit Compensation

smartACCESS smartENROLL

Biometrics 98.00% or greater 97.99% or less

No Credit Compensation

smartACCESS smartENROLL

Doc Scan 98.00% or greater 97.99% or less

No Credit Compensation

smartENROLL smartACCESS

Internal Problems of the Data API service (Data Consultation) exclude problems considered by Force Majeure (Fortuitous Events) either due to migration, disconnection, or external intervention of the governments that guard the databases. Verifik is an intermediary, therefore, it does NOT have the power and control of the databases consulted.

VII. Data Base Service Charging Scheme

The charging scheme applies to the product smartCHECK, which allows the consultation of government databases. Verifik is not the owner, manager, or responsible (it does not control or update) of government databases of the different countries that we offer; therefore Verifik reserves from offering guarantees regarding “Response Time”, “Average Up Time”, or “Data Accuracy”.

If the query returns a 200 or 404, it will be charged. If the query returns a 403, 409, 412, 422, or 500, it will not be charged.

Charge

Absent of Charge

200

403

404

409

412

422

500

VIII. There is no availability of the Platform

Scheduled maintenance times will be carried out at night or on weekends, with prior communication via email to users.

IX. Adaptations or New developments

The periods for development or new adaptations (due to unexpected changes by the Users' systems that are integrated via API with the Platform) will vary according to the changes required by the User and will not count as Platform Downtime.

Verifik.co
support@verifik.co